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Dear passenger,

Ukraine International Airlines offers its sincere apologies for the possible inconveniences due to the situation occurred with your flight.
In case of flight delay, flight cancellation, change of flight schedule, denied boarding due to lack of seats, downgrading or improper transportation of baggage,
You have the rights to:

FLIGHT DELAY

  1. Reimbursement of the full cost of the unused ticket (or its unused segment) if you refuse to continue your journey when the time of delay exceeds 5 hrs. You need to apply to the place of ticket purchasing. The passengers of charter flights need to contact their travel agency.
  2. If you continue your journey:
    • meal, refreshment, means of communication;
    • hotel accommodation, ground transfer along the route airport – hotel – airport (if necessary), in case operation of the delayed flight is postponed for а day, following the day of its operation.

More information can be found in UIA Passenger and Baggage Carriage Rules and in Contract of Carriage.

PLEASE NOTE. You can check in and receive the above service at the airport during check-in process, which opens and closes:

  • according to the schedule departure time specified in the ticket,

and

  • according to the expected time of departure of the delayed flight.

Click here for details on the airport check-in opening and closing times.

In case of any comments, please use UIA online feedback form.

CHANGE OF FLIGHT SCHEDULE

Scheduled flights:

Reimbursement of the full cost of the unused ticket (or its unused segment) if you refuse to continue your journey when the flight schedule is changed for 5 hrs. earlier or later the time, specified in your ticket. You need to apply to the place of ticket purchasing.

Charter flights:

In this case the rights of the tourist are governed by the terms of the agreement on the provision of tourist services.
The passengers of charter flights need to contact their travel agency.

More information can be found in UIA Passenger and Baggage Carriage Rules and in Contract of Carriage.

PLEASE NOTE. You can check in at the airport during check-in process, which opens and closes according to the new time of flight departure.

Click here for details on the airport check-in opening and closing times.

In case of any comments, please use UIA online feedback form.

FLIGHT CANCELLATION:

  1. Re-routing to the final destination or reimbursement of the full cost of the unused ticket (or its unused segment) if you refuse from travelling. You need to apply to the place of ticket purchasing or UIA Contact Centre.
    The passengers of charter flights need to contact their travel agency.
  2. If you continue your journey:
    • meal, refreshment, means of communication;
    • hotel accommodation, ground transfer along the route airport – hotel – airport (if necessary), in case you are forced to wait for departure for your alternative flight one or more nights.
  3. Financial compensation, which is equivalent to:
For flights up to 1500 km long 250 EUR
For flights from 1500 km and up to 3500km long 400 EUR
For flights more than 3500km long 600 EUR

The compensation may be reduced by 50 % if arrival time of alternative flight does not exceed the scheduled arrival time of the flight originally booked:

  • by 2 hours – for flights till 1500 km
  • by 3 hours – for flights from 1500 km till 3500 km
  • by 4 hours – for flights more than 3500 km.

Financial compensation is not paid if:

  • The UIA flight cancelation is caused by force majeure circumstances (not under control of UIA).
  • You had been informed of cancellation two weeks or more before scheduled time of departure.
  • You had been informed of the cancellation:
    • in two weeks and more before the date of the flight cancellation;
    • between 2 weeks and 7 days and offers re-routing with departure no more than 2 hours before the scheduled time of departure and the arrival time to the final destination less than 4 hours after the scheduled time of arrival;
    • less than 7 days before the scheduled time of departure and offers re-routing with departure no more than 1 hour before the scheduled time of departure and the arrival time to the final destination less than 2 hours after the scheduled time of arrival.
  • You hold non-revenue ticket or the ticket with reduced fare, which directly or indirectly is not available for other passengers. However, financial compensation is paid if you received your ticket from the airline through its passenger loyalty program UIA Panorama Club.

Compensation may be paid by bank transfer or offered in travel vouchers which can be used for payment of UIA services. Please use UIA online feedback form.

More information can be found in UIA Passenger and Baggage Carriage Rules and in Contract of Carriage.

DENIED BOARDING DUE TO LACK OF SEATS

  1. Reimbursement of the full cost of the unused ticket (or its unused segment) if you refuse from travelling or re-routing to the final destination. You need to apply to the place of ticket purchasing or UIA Contact Centre.
    The passengers of charter flights need to contact their travel agency.
  2. If you continue your journey:
    • meal, refreshment, means of communication;
    • hotel accommodation, ground transfer along the route airport – hotel – airport (if necessary), in case you are forced to wait for departure for your alternative flight one or more nights.
  3. Financial compensation, which is equivalent to:
For flights up to 1500 km long 250 EUR
For flights from 1500 km and up to 3500km long 400 EUR
For flights more than 3500km long 600 EUR
 

The compensation may be reduced by 50% if arrival time of alternative flight does not exceed the scheduled arrival time of the flight originally booked:

  • by 2 hours – for flights till 1500 km
  • by 3 hours – for flights from 1500 km till 3500 km
  • by 4 hours – for flights more than 3500 km.

Financial compensation is not paid if you hold non-revenue ticket or the ticket with reduced fare, which directly or indirectly is not available for other passengers. However, financial compensation is paid if you received your ticket from the airline through its passenger loyalty program UIA Panorama Club.

Compensation may be paid by bank transfer or offered in travel vouchers which can be used for payment of UIA services. Please use UIA online feedback form.

More information can be found in UIA Passenger and Baggage Carriage Rules and in Contract of Carriage.

DOWNGRADING CLASS OF SERVICE

Financial compensation, which is equivalent to:

For flights up to 1500 km long 30% of fare
For flights from 1500 km and up to 3500km long 50% of fare
For flights more than 3500km long 75% of fare

Compensation for placement in a class lower than specified in your ticket shall be calculated by the segment in which class of service was downgraded.

Compensation may be paid by bank transfer or offered in travel vouchers which can be used for payment of UIA services. Please use UIA online feedback form.

More information can be found in UIA Passenger and Baggage Carriage Rules and in Contract of Carriage.

IMPROPER TRANSPORTATION OF YOUR BAGGAGE

Checked baggage:

If upon arrival at the final destination, you have noticed any irregularity in your checked baggage transportation (delay, loss, damage or pilferage) immediately before exiting from baggage section of the airport you shall draw up a Property Irregularity Report (PIR) at Lost and Found Office. If your checked baggage has been delayed in transportation and later it has been delivered to your temporary or permanent address any irregularity shall be indicated in a baggage delivery order in presence of the courier who delivered your checked baggage.

In case if improper transportation of checked baggage, the passenger shall send to the airline a written claim and the number of PIR immediately after the reveal of damage (lack of baggage content, damage of things, etc.) but not later than within 7 days of the date of checked baggage receipt. In case of delay in transportation of baggage, a claim shall be raised by the passenger not later than within 21 calendar days since the date when the baggage was delivered to the passenger’s disposal.

The airline gives compensation in case of baggage non-arrival at destination point together with the passenger, if this destination point is not the state of passenger’s permanent residence.

In case your checked baggage is not found during 21 days period (baggage tracing can be continued on demand of a passenger), it can be regarded as lost.

In case of minor damage (dirtying, drench, cuts, tears and others) of checked baggage or its content you can provide repair or dry-cleaning of such baggage/its content by yourself and send the payment document from repair shop or dry cleaner to UIA.

Compensation that will be offered to you, may be paid by bank transfer or offered in travel vouchers which can be used for payment of UIA services. Please use UIA online feedback form.

Hand luggage:

The airline shall bear the responsibility for your hand luggage only if the damage was caused by its fault or the fault of its employees or handling agents. Hand luggage shall be under passenger’s control, custody and responsibility during the whole carriage.

More information can be found in UIA Passenger and Baggage Carriage Rules and in Contract of Carriage.

We hope this unpleasant case will not deter you from flying with UIA in the future and we will have the pleasure to welcome you on board again.

Yours sincerely,
Ukraine International Airlines.